Abdi Dahir Email & Phone Number

London, United Kingdom

• Provide high level support VIP staff including a number of high profile and short notice requests from the business.• Interface with various support teams including, Deskside support, Major Incident and Problem Management.• Responsible for the day to day management of IT services supporting specific business areas of the business. • Weekly report on Major incidents, Availability stats and Problem managements.• Manage escalations and get involved in High Priority Incidents.

Slough, United Kingdom

Worked as Desktop support specialist dealing with wide range of software and hardware issues:• Software ( LANDesk, SecureDoc encryption, Avaya, Symantec(AV, back up exe), MS Office)• Hardware ( Lenovo laptops, printers, Blackberries, Playbook, HP desktop)

London, United Kingdom

Provide first and second line technical support, answering user queries relating to hardware and software problems, via phone, email and deskside visits.Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering workarounds where applicableSupporting Citrix and home devicesAnalyse user issues or requests and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to work.

Aylesbury

Part of European Gold support the European Support Team, I was supporting French and English corporate customers. In this role I provided support for a wide range of McAfee products software and hardware (VirusScan, ePO, Webshield Groupshield). The support I providing ranged from simple installation issues, giving advises to complex issues i.e. virus outbreaks.

Luton, United Kingdom

Working on the service desk receiving and resolving support calls & emailsCreating user accounts, updating/resetting passwords, administering systems accessTroubleshooting problems remotely and escalating internal service desk related issues to onsite technicians if requiredProviding work-arounds and solutions to get users working quicklyEscalating advanced calls to more senior members of the IT TeamKeeping users up to date on the progress of their issues